Jul 4, 2022
We are currently seeking an Application Support Supervisor who will provide leadership and guidance to a group of application support engineers who provide internal and external customer support for our enterprise platform Signify Connect and related applications and services. The goal is to oversee and ensure day to day operations of customer support are running smoothly and to be constantly on the lookout for ways to improve and refine our processes. In this role, you will need to have a high level of initiative and work ethic, self-motivation and a self-starting mindset.
In this supervisory role you will serve as a focal point and be the subject matter expert in processes, procedures and product features. You will also be responsible for understanding various lines of businesses and leveraging various support tools to enable and train our support engineers in providing best customer service. In addition, helping the support team adapt to changing and growing business needs will be a key success factor.
Provide leadership and workload management on a daily basis. This includes monitoring ticket queue, call queue, chat queue and ensuring work is distributed and completed in a timely fashion.
Develop and implement intra and inter team work processes that boost the level of productivity, enhance excellence in communication, monitor the level of service delivery,and help to determine areas of improvement.
Ensures the team achieves internal and external support service level agreements (SLAs). Constantly monitor and drive improvements via key performance indicators (KPIs).
Manage team schedules to ensure support function is properly staffed. This includes providing base support, production releases validation support and On-Call support.
Assist in the development of technical documentation, policies and procedures.
Accomplishes staff results by communicating job expectations/goals; planning, monitoring, and appraising job performance; motivating, coaching and consulting; initiating, coordinating, and enforcing systems, policies and procedures.
Act as Subject Matter Expert (SME) and point of escalation for team members.
Evaluate critical issues and escalate to appropriate product, development and/or technology teams. Provide updates to the manager of all critical issues and trends impacting the team performance.
Drive close collaboration with various product teams to help drive resolutions for escalated issues and feedback/enhancement requests by key customers.
Provide prompt support to the incident management team during major incidents.
Produce month-end metrics and data necessary for management reporting. Provide weekly group activities and updates to management.
Collaborate closely with the enterprise tools team to enable automation and efficiency via ticketing systems and other support tools.
Provide guidance and lead the team in audit and compliance related activities (ACL reviews, HiTrust controls, PHI investigations, etc.)
Create a very positive, engaging and innovative work environment that fosters collaboration among team members, career growth and excellence in achieving operational results.
5 or more years of experience in an IT support role required with 2-5 years of prior leadership experience preferred
IT or Technology related degree or equivalent work experience required
Excellent communication and interpersonal skills with the ability to communicate at all levels in our organization
Excellent analytical, conceptual and problem-solving abilities
Ability to manage a team as well as work independently to accomplish own goals
Proven project and time management skills
Strong process flow and technical support documentation skills
Working knowledge of cloud computing environments (e.g. AWS) and microservices
Experience with Atlassian products (JIRA, Confluence)
Experience with agile principles and scrum methodologies a plus
Prior experience in a healthcare setting preferred
Industry certifications such as ITSM and ITIL frameworks are a plus